Increase in residents’ satisfaction

Published date:

A recent survey conducted on behalf of JRHT revealed a significant rise in resident satisfaction compared to 2023.  The survey carried out in October 2024, involved telephone interviews with 512 households, including 310 renting their homes from us and 202 shared owners.

Key results 

Residents who rent from us

  • 78% are satisfied overall with the services they receive from us, an increase from 61% in 2023.
     
  • 85% believe we treat them fairly and with respect, an increase from 67% in 2023.
     
  • 87% feel their home is safe, an increase from 72% in 2023.

Shared owners 

  •  67% are satisfied overall with the services they receive from us, an increase from 59% in 2023. 
     
  • 78% feel informed about matters that affect them, an increase from 63% in 2023.

Chris Simpson, JRHT Managing Director  said” Thankyou to everyone who took the time to complete the survey.  We are pleased to see that the results of this year’s survey have shown a significant increase in the proportion of residents who are satisfied with the services they receive from JRHT.  

Whilst it is encouraging to see that our hard work is paying off, it is clear from this survey and ongoing feedback from residents that there is more we need to do to improve. Addressing these areas will be our focus over the next 12 months.”

More about the survey 

The satisfaction survey was conducted as part of an annual Regulatory requirement called the Tenant Satisfaction Measures (TSMs). These measures serve as a reminder of the importance of listening to residents and continuously striving to deliver better services.  

There are two parts to the Tenant Satisfaction Measures which totals 22 indicators:
 

  • Part 1: 12 indicators based on the satisfaction survey
  • Part 2: 10 indicators monitored through our internal management systems. 

These results are reported annually to the Regulator of Social Housing in the spring. 

The survey was undertaken by the independent research organisation Acuity.  To see more results from the survey or download the full reports, visit  Tenants Satisfaction Measures.